A cool reception
Clients are turned off by waiting room delays, so keep pet owners informed, sometimes before they arrive.
The ability to set and manage client expectations can turn a visit to your veterinary practice from mediocre to outstanding. Establishing those expectations early, often and in detail can prevent misunderstandings and keep small issues from compounding into a less-than-stellar time for the pet owner. Most times, the first person a pet owner sees is […]
Do it differently, for a change
Team members are more likely to embrace change initiatives when practice leaders better communicate the vision and celebrate small victories.
Although plenty of businesses talk about change and many of them devote significant time to change management, too many efforts are failing. An article in HR Magazine analyzed why this is happening and offered suggestions for making your next change-management strategies take root. The February 2018 article “Why Change Efforts Fail” cited a Prosci study […]
The royal treatment
Providing an exceptional surgery experience for patients and clients isn’t that difficult. Doing it consistently will help you stand out from the crowd.
A positive surgery outcome is important for patient care and equally important for client care. How do we achieve a positive experience for both? Through teamwide communication and consistent processes. Every employee who has contact with the client or the patient should have a clear understanding of what is involved from first touch to last. […]
Put on your thinking cap
Consider three strategies for retaining a star employee who has reached the top of the job pay range.
Let’s say you employ the veterinary nurse of your dreams. Not only is she wonderful with the animals, she is compassionate with their owners. She communicates clearly with clients, she’s highly experienced in necessary skills, she’s always on time, she’s willing to do her share and more, and she avoids gossip, among other positive traits. […]
Filter your applicant pool
A structured hiring process and adjustments made inside the practice can be big factors in reducing employee turnover.
As I write this, Indeed.com shows over 40 active job postings for veterinary receptionists, technicians and assistants in greater Charleston, South Carolina. All the employers essentially are looking for the same applicant. Frustration with short staffing and turnover can be felt at times in any practice, even those with better-than-average employee satisfaction rates. The reality […]
Watch and learn
Observing what happens in the exam room, possibly through videotaping, can improve communication, customer service and patient care.
What does an effective exam room visit look like in your veterinary practice? Ideally, the client does not have to wait for the appointment. During her visit, she is educated about all she needs to do to provide optimum care for her pet. Appropriate services are rendered and the pet appears to have had a […]
How is your hospital’s culture
A veterinary team’s attitudes, values, goals and practices go a long way in building a great organization.
I was asked during a job interview, “As a hospital owner and practicing veterinarian, what was your most difficult daily responsibility?” Without hesitation, I replied, “Maintaining the hospital culture.” During my tenure as a hospital owner and managing DVM, I would not have always replied this way. My appreciation of the value of positive culture […]
It takes a village to serve a client
Develop a dream team within and outside your practice to extend veterinarian capacity.
The appointment book is already filled when the practice opens its doors. The phones are ringing. The receptionists are squeezing in double-booked appointments and referring others. The practice and its veterinarians are in high demand. Sounds like a good problem to have, doesn’t it? However, at the end of the day, after the double-booked appointments, […]
Do the math
Proper inventory management is more than just tracking products that come in the door and go out. Sloppy recordkeeping and poor decision making can be costly.
Inventory management is a challenge for most veterinary practices. How much is enough, and how much is too much? Managers and nurses spend a great deal of time in this area, whether tackling the job themselves or managing others who do it. Wouldn’t it be great if the efforts were rewarded? They can be by […]
Silence the rumor mill
Workplace gossip can be harmful, so know how to control it.
“Maria’s skirt is awfully short, isn’t it? And she sure doesn’t have the figure to pull that off!” “You’re not going to believe what I heard about our new client.” “Did you hear who is getting divorced? You’re not going to believe what happened!” “We’re not getting bonuses this year because of what happened between […]